Senior Real Time Analyst - Lisbon, Portugal We are looking for a talented and accomplished Real Time Analyst to be responsible for the intraday management of resources, to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls, at the desired service level for our clients.
As a Real-Time Analyst in this project, your daily responsibilities will include:
Monitoring site to ensure optimal staffing levels
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Create strategic recommendations to improve productivity while balancing service levels and costs
Assist in resolving serious customer complaints and escalated issues
Facilitates, leads, and participates in daily, weekly and monthly business meetings
Simulates different scenarios and develops contingency plans for unexpected events
Working with multiple clients using a variety of tools to monitor & report performance
Create and use standard templates to ensure consistent & accurate reporting
Communicate actively with various groups to share call outs and deviations
To succeed in the role, you will need to have:
Proficiency in English is mandatory
Microsoft Excel knowledge (to be tested during the recruitment process - mandatory)
Ability to communicate KPI data and forecasts to employees at all levels
Ability to prioritize workload, meet deadlines and perform multiple tasks with great attention to details
Availability to work fully from Santos office in Lisboa (mandatory)
Work shift from Monday to Friday 8:00 am to 8:00 pm (the schedule can be updated in the future)
2 years experience in WFM
What we value:
Strong interpersonal and client service skills
Excellent communication skills with all levels of the organization
Strong problem-solving skills
Experience of a multi skilling or multilingual resourcing
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